December 03 - 05, 2018
Hilton Austin, Austin, TX
1 (888) 482.6012
Head of Innovation
Jeremy K. Balkin serves as Head of Innovation for HSBC Bank USA based in New York, where he serves on the retail bank management committee and is responsible for the fintech innovation and exponential growth strategy for North America. Balkin also serves on the board of the Samsung Council for Emerging Technology and he is the multi-award winning author of two books, Investing with Impact: Why Finance is a Force for Good, and Millennialization of Everything: How to Win When Millennials Rule the World. Jeremy previously served as an adviser to The Hon. Malcolm Turnbull, Australia’s 29th Prime Minister and as an executive at Macquarie Bank. In 2017, Jeremy K. Balkin was named among the Top 35 Millennial Influencers in USA by the NBT Movement in Washington DC and received the Advance Global Australian Award from the Prime Minister of Australia. He has run six marathons and also received the UNSW Alumni Award for Achievement and been designated a Young Global Leader by the World Economic Forum.
Vice President, Director, North American Sales and Service Platforms and Channel Migration
BMO Financial Group
Vice President of Projects and Training
Navy Federal Credit Union
Carl is the Vice President of Projects and Training for Navy Federal's 320+ branch network. His team is responsible for communications, documentation of policies and procedures, technology development and support, process improvement, and design and delivery of training. Carl's previous experience with Navy Federal includes leadership positions in the Contact Center, Member Research and IT departments. He is a 2003 graduate of the University of Virginia (UVA), holds a Project Management Certificate from UVA and is PMP certified. He enjoys playing and watching tennis, traveling internationally and reading. In a previous life, Carl was a Top 40 Radio DJ
Senior Branch and ATM Strategy Vice President
First Citizens Bank
SVP, Corporate Real Estate - Portfolio Director
BBVA Compass (USA)
Andres leads multidisciplinary client experience teams in charge of developing, executing, and managing strategic real estate plans and workplace solutions that align with the bank's corporate and business strategies; focusing on positioning the bank’s facilities as a competitive advantage for employee engagement and for achieving business goals.
Andres joined BBVA Compass in 2010. In previous roles he was responsible for the ATM and the Branch Network strategies. He has also worked on Business Innovation teams tasked with collaborating with Fintech companies and incorporating their innovations into the Bank’s services and products.
Andres has a Bachelors in Architecture from the National Autonomous University of Mexico and a Master of Science in Real Estate Development from Johns Hopkins University.
He lives in Houston, Texas with his wife and three children. In 2013 he was recognized as one of the city’s “Top 40 under 40” young leaders based on his professional achievements and community involvement.
SR VP Retail Distribution Strategy
Senior Director, Market Planning, Retail Bank and Direct Bank Network Management
Capital One Bank
Teresa has been recognized for expertise and proven track record in site selection and network re-positioning to optimize market growth, increase efficiency ratios and network equity scores, transformation of real estate network to enhance associate engagement and customer experience, and program management for strategy, planning and execution.
She has had leadership and executive officer roles with large institutional banks such as Capital One, Key Bank, Wachovia Bank and JPMorgan Chase in Corporate Real Estate and Market Facilities Planning Groups and all facets of the asset/facilities, strategic market planning, and retail site selection.
She has also managed, brokered and consulted with Fortune 100 and 500 companies regarding multi-property, mixed use portfolio assets, property and project management dedicated to maximizing the value and operating performance of each property for clients including Prudential, MetLife, American General, JPMorgan Chase, Compass Bank, Lumberman's Investment Corporation, Bank of America, and the Irvine Corporation. Boutique clients included River Oaks Bank and Trust.
Vice President, Retail Strategy and Transformation
First Tennessee Bank
SVP, Retail Network Strategy & Sales Analytics
Rockland Trust Company
VP Member Experience
Mountain America Credit Union
Kelly has been with Mountain America Credit Union for 19 years. The majority of her career was spent running the Service Center where she developed a passion for member experience and employee engagement. Four years ago she transitioned to her role as VP of Member Experience where she is able to listen to member feedback and work with different areas of the organization to improve internal and external service.
First Vice President, Head of Retail Banking
Cambridge Savings Bank
Carol joined Cambridge Savings Bank in 2014 and is currently the Head of Retail Banking. Before joining Cambridge Savings Bank, she held a variety of different leadership positions at BayBank, Fleet, Sovereign and Fidelity Bank.
Carol holds a Bachelor of Science in Business Management from Salem State University and she is a graduate of the Consumer Bankers Association Graduate School of Retail Bank Management.
Carol currently serves on the Board of Cambridge Local First, Cambridge Camping and Somerville Homeless Coalition. She is an active volunteer serving on many different committees.
Vice President, Retail Team Leader
People's State Bank
Chief Operating Officer
Tuscon Federal Credit Union
Matthew is the Chief Operating Officer for Tucson Federal Credit Union. He has been in his position for 11 years, and with TFCU for 26. His primary areas of responsibility are Operations, Marketing/Community Relations and Wealth Management, with a focus on Branch Transformation and the future of TFCU’s member experience delivery channels. He is a strong believer that TFCU’s responsibility to its membership is to ensure an exceptional service experience through all delivery channels and that branches will continue to have a very important role to play. He also writes a blog for the TFCU Operations Team to create a more personal dialogue and break down barriers and has found that to be very rewarding. Matthew gives back to his community by serving on a non-profit board, The El Rio Health Center Foundation, where he has been President for the last two years. He was a member of Tucson Old Pueblo Rotary for 7 years, where their focus is on providing educational resources for underprivileged children in Pima County. Matthew has been married to his wife, Tracy, for 26 years and they have two beautiful daughters, Katie 21 and Emily 19.
Vice President, Senior Manager, North American Branch Channel Marketing & Merchandising
BMO Financial Group
Vice President-Retail Sales and Service
American Eagle Financial Credit Union
Ann-Marie Katzer is the Vice President of Retail Sales and Service for American Eagle Financial Credit Union overseeing the Branch Network and the Member Sales and Service Contact Centers including our Loan Phone Center, Member Contact Center and Operations Resource Center. American Eagle FCU is the largest credit union in Connecticut with over 107,000 members and over $1.3 billion in assets and was voted one of the Hartford Business Journal's Best Places to Work in CT 3 years in a row. Ann-Marie earned her Bachelors of Science degree in Social Work from St. Joseph College in CT, her Masters degree in Social Work as an Administration major from Fordham University in NYC and is a 2007 CUNA Management School graduate. Ann-Marie will be celebrating her 29th year of service with the credit union in 2019. In her 28 year tenure at AEFCU, Ann-Marie has spent most of her time in the Retail division, specifically, Branches and Administration. Her specialties are in management and staff development, she additionally is a trainer, Field Coach working with all member facing and support staff members, has developed and facilitated many sales/service incentive programs, is a Financial Literacy teacher and also led the Employee Engagement team for American Eagle Financial Credit union.
In 2014, Ann-Marie and her colleagues at American Eagle Financial Credit Union working together with Schneider Sales and Service to shift the sales/service culture at American Eagle. Throughout the years, Ann-Marie and the American Eagle team created and implemented the INSPIRE program -this acronym stands for "Identify Needs, Seek Possibilities, Increase Results Everytime". Through the INSPIRE program initiative, American Eagle trained with Schneider's staff to become certified trainers of various Schneider sales/service classes and have now trained member facing staff on Schneider S & S Retail Selling, Referral Selling, Frontline Coaching, Sales Management and Advanced Sales Management classes among others and Support staff on delivering Quality Service to our internal customers. Ann-Marie and the team have created a New Member Profile process, a Referral Program and both an Intranet Portal page containing resources for all staff related to Sales & Service and an INSPIRE newsletter crafted monthly with training tips, coach's corner strategies for management, success stories of staff utilizing Preferred Way of Selling and Service techniques. A Goal and Incentive plan was created and has been in full swing for all member facing staff as part of our rewards and recognition component of the INSPIRE program.
American Eagle staff and the INSPIRE team led by Ann-Marie also shifted their attention to Behavioral Interviewing, another Schneider Sales and Service class they recently trained to be certified in and In 2015 the credit union fully implemented a new hiring program to attract and hire those applicants who would be most successful if hired into a Sales role.
Finally, one of the most recent initiatives Ann-Marie Led involved “right sizing” branches and changing our branch model to represent “today’s” member needs and the increase in technological offerings. We introduced VTMs (Video Teller Machines) and piloted them in a Technology Center building for Pratt & Whitney where we do not have a branch location but many members employed there. Ann-Marie’s specialty is to “Provide technology but with the Human Touch”. There have since been other deployments and the Video Financial representatives operating the units are part of our Member Sales and Service Center. They are specifically trained to engage our members utilizing this new channel.
VP of Member Experience
Tuscon Federal Credit Union
Vice President, Retail Banking
Bethpage Federal Credit Union
Vernon is known as an enthusiastic leader who builds strong collaborative relationships. He uses his well developed communication and facilitation skills to move processes along while including different perspectives. His business skills include executive sales and performance management, fiscal management, marketing, project management, customer relations, and training. In addition, he gives back to his community.
Vernon has been with Bethpage Federal Credit Union for over 7 year. In this role he is responsible for delivering exceptional service, achieving production goals and providing operational support to 34 branch offices providing financial solutions to individuals and small businesses. Prior to joining Bethpage, he was with PNC Bank serving as the Sales and Service Market Manager. In this consumer banking position he provided strategic leadership to 197 branch offices and over 1,600 employees. He has over 35 years of banking experience having served in various capacities such as Branch Manager, Regional Sales Manager, Corporate Training Manager and Human Resources Division Manager. This unique set of experiences and related development has given rise to Vernon’s ability to effectively manage and lead teams through change and to achieving business goals.
Vernon earned a Bachelor of Arts in Political Science from Virginia Commonwealth University in Richmond, Virginia and a Graduate Degree in Retail Bank Management from Consumer Bankers Association and University of Virginia, Charlottesville, Virginia as well as other technical and professional certifications.
As a native of Richmond, Virginia, Vernon has supported the community through active involvement in numerous community organizations and boards, including Leadership Metro Richmond, Richmond Urban League, Boy Scouts of America, Communities in Schools, Chesterfield Education Foundation, Friends Association of Richmond, Richmond Boy’s Choir, and Visual Arts Center of Richmond. The arts are a passion of Vernon’s. He is an amateur photographer, art collector and theatre patron. Vernon is the father of two sons, Christopher and Randy. He is now a resident of Long Island, New York.
Most recent community position was Board Chair, Nassau Community College Foundation.
Jake French Inspires
As a young man on top of the world with a new college degree and dream job as a forester, Jake French’s life was suddenly turned upside down by a devastating spinal cord injury that left him a quadriplegic. He has met a variety of medical professionals in his journey to regain independence, and has gained extremely valuable insight into what providers can do to create a positive experience from the patient’s perspective. Today he rocks the stage, compelling audiences to laugh as they learn, and think creatively about no cost strategies to innovate in your quest to improve customer experience.
SVP, Financial Center Network Leader
Assistant Vice President Branch Administration
FirstMark Credit Union
Vice President of Member Experience
Rivermark Community Credit Union
James Garvey is the CEO and founder of Self Lender (selflender.com), a venture-backed startup that's helping Americans build credit and save money. Self Lender's app has over 140,000 people building credit and saving $110 million
Vice President Of Media Services And Solutions
Hughes Network Systems, LLC
Chief Experience Officer
As Executive Director of Adrenaline, Gina leads Brand Experience Strategy for clients and the agency. Her areas of focus include brand and marketing strategy, retail environments and holistic experience solutions. Adept in both traditional and interactive design, Gina has delivered outstanding brand and environmental solutions for financial institutions and retailers around the country.
SVP of North American FI Sales
Nautilus Hyosung America
Scott Hackl is Senior Vice President of North American FI Sales for Nautilus Hyosung America. He has more than 25 years of leadership in global sales roles within the financial institution and technology industries. At Hyosung, Mr. Hackl focuses on delivering high value and engaging solutions to clients to enable business growth.
Prior to Hyosung, Mr. Hackl led global sales at Infosys Finacle and served in financial institution and banking roles with NCR, VeriSign, Wincor, Nixdorf and Diebold. He has a proven track record of success in building high performing sales teams, and expert knowledge of self-service and branch transformation, omni-channel and platform solutions.
EVP North America Financial Institutions
Steve Nogalo is Executive Vice President, North America Financial Institutions at Cardtronics. A seasoned and accomplished leader, he has responsibility for Cardtronics financial institution business in the United States and Canada, including Allpoint Network, the world’s largest surcharge-free ATM network. He and his team focus on leveraging Cardtronics’ expertise as the world’s largest ATM operator, deployed in tier one locations, to help redefine and optimize financial institution physical distribution strategies, complementing overall digital strategies.
Prior to joining Cardtronics, Steve served as the General Manager, Payments and Digital Enablement with NCR Corporation, playing a key role in NCR’s transformation to a Software and Service led, hardware-enabled company. Prior to this, Steve led NCR’s Global Software Engineering organization and previously held roles of increasing responsibility in the Sales, Professional Services and Product Development organizations at NCR.
Steve holds a Bachelor of Commerce Degree in Finance and Marketing from Carleton University.
Subject Matter Expert, Retail Financial Services
QDivision, a Stratacache Company
Angela Vanderburg leads the retail banking practice of Q Division, a global team of business management consultants and retail technology engineers who provide financial institutions with digital transformation services, data driven customer experiences and connected commerce solutions. She focuses on advising banking teams on strategic initiatives, thought leadership, best practices and identifying opportunities in the retail banking vertical.
Angela is a subject matter expert when it comes to retail financial services. Her goal is to build a cohesive banking practice strategy via customer facing communications, architecture and supporting collateral around the use of digital media (signage, tablet and mobile) to influence consumer perceptions, behaviors and attitudes. She builds professional relationships through shared knowledge and guidance within the retail financial services sector.
QDivision, a Stratacache Company
Manolo, a 24-year veteran in retail and tech innovation leads the global retail tech consultancy, Q division. A company dedicated to brands + retailers; developing tools, strategies and technology to help them gain every advantage on their competition. Q Division provides the best in class Internet of experiences, connected commerce solutions, data-driven innovation strategies and emerging technology.
In 2017 Manolo was recognized by AVIXA (aka InfoComm) as an Emerging Trends Fellow for Digital Signage, and he holds the official title of subject matter expert in Emerging Tech for curated experiences for CES, NRF, ISE, DSE, and the Mobile World Congress in Barcelona - among his technical achievements, Manolo is a named inventor on digital signage software patent #6038545
SVP Retail Strategy
Shopaholic. Strategist. Tour guide. Soccer Mom.
As a retail strategist for Miller Zell, Sue uses her deep experience with FIs and retail environments to help her banking clients express their brands in their physical spaces, considering the customer experience at every touchpoint.
Sue frequently finds herself mystery shopping, curating store tours, and serving up points-of-view upon request.
Chief Branch Behavior Officer
With more than 30 years branch banking technology and consulting experience Colin is a trusted advisor for your bank who will guarantee delivery of your project. He has extensive experience of crafting customer conversations that generate significant measurable value for banks.
Vice President, Sales-LatAm, Marketing-Americas
Over the past 11 years Joe has served Glory in senior executive sales and marketing roles. He is currently serving as the Vice President of Sales for Latin America and is responsible for Marketing and Sales Operations within Glory’s Americas business where he runs all sales support activities including product management, marketing communications, training, professional services and strategic initiatives. Along with being interviewed and quoted by numerous industry publications, Joe has spoken at many banking industry events on the topic of using technology to transform retail banking. Joe has an MBA in Management and Masters of Science in Marketing from Loyola University Chicago.
Senior Director Sales & Solutions, Financial Services Vertical
Samsung Electronics America
Jorrit de Vries leads the Strategic Finance Vertical for Samsung Mobile in the United States. In this role he is responsible for the sales strategy, go-to-market & vertical solutions.
His team specializes in mobile technology solutions for financial institutions, in particular Mobile Branch Transformation and Workplace Transformation. With this approach the team managed to deliver significant market share growth over the last couple of years and built strong reference cases across the financial sector.
Before joining Samsung, Jorrit spend over 11 years with Vodafone Group in various sales, commercial and leadership roles. In 2014 he moved from Amsterdam to the United States.
Jorrit holds a Law degree from the Radboud University in The Netherlands and he is based atop Samsung’s Flagship location: 837/NYC in New York City’s Meatpacking District.
Senior Vice President
In his role as senior vice president, Stephen leads Buxton’s retail and restaurant consulting teams. For more than a decade Stephen has worked to build relationships with his clients to help them to get the maximum benefit from Buxton’s customer analytics solutions. He works with executives to define and execute site selection, franchise expansion and market entry strategies. Stephen’s clients include Fidelity, Wingstop, Red Wing Shoes, Bar Louie, and Which Wich. Before joining Buxton, Stephen was a professional golfer. He received his bachelor’s degree in business management from Texas Christian University.
As a seasoned leader in software, digital transformation and financial services. Joe heads CRMNEXT, Inc. and strategic growth for the Americas. CRMNEXT powers growth, convenience and service for one million bankers, 65,000 branches and frictionless experience for one billion customers served by large and small banks and credit unions globally. CRMNEXT helps banks grow assets by 10 to 20 percent per year, without increased costs, and grow profits by more than 25 percent.
For more than 25 years he has led the creation of exceptional teams and businesses responsible for disruptive technology-enabled solutions in financial services and the Fortune 500.
Joe has been granted 21 patents for technologies broadly used by both consumers and large enterprises, including mobile banking and the original patent for web-conferencing.
His achievements include the development and successful deployment of mobile banking solutions for 9 of the top 12 U.S. banks and the creation of award winning mission critical systems for more than half of the Fortune 500.
Under the Clinton Administration, Joe was honored to be invited to serve as a founding member of the Council for Excellence in Government and be subsequently benchmarked as a leader by the inter-governmental technology leadership consortium.
In addition to his role at CRMNEXT, Joe currently serves on the board of Beyond Differences, working to empower youth and end social isolation in schools.
He and his wife Linda live in Marin County, California and have four daughters
Janice Diner is the CEO and Founder of Horizn, launching the company 6 years ago with global technology brands. Her creative vision and determination led to the development of a self-funded, profitable, world-class SaaS company. Horizn is a growth stage company with a high-performance Knowledge Platform that operates globally aiding companies in over 40+ countries and 15 languages. The Horizn Knowledge platform helps financial institutions dramatically accelerate digital and mobile adoption.